Unit 4: Interpersonal communication
Business Communication notes · PTU syllabus (MCOP106-18)
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Unit summary
Much business communication happens face to face — in teams, meetings, presentations and discussions. This unit covers listening, working and writing in teams, planning and conducting meetings, effective oral presentations and overcoming stage fright, telephonic communication, public speaking, seminar presentations, conference participation and group discussions.
After this unit you can
- Explain listening and its types and practise active listening
- Explain teamwork and planning and conducting meetings
- Prepare and deliver oral presentations and manage stage fright
- Communicate effectively on the telephone, in public speaking, seminars, conferences and group discussions
PTU syllabus topics
- Listening
- working and writing in teams
- planning and conducting meetings
- effective oral presentations and overcoming stage fright
- telephonic communication
- public speaking
- seminar presentation
- conference participation
- group discussion
- 1
Know your audience
- 2
Structure
Opening, body, close
- 3
Prepare visuals
Simple slides
- 4
Rehearse
Time yourself
- 5
Deliver
Eye contact, voice, pace
- 6
Handle questions
Topic 1
Listening
Listening is the active process of receiving, understanding, evaluating and responding to spoken messages; hearing is merely the physical perception of sound.
- 1
Hearing
- 2
Understanding
- 3
Remembering
- 4
Interpreting
- 5
Evaluating
- 6
Responding
- Types: active, passive, empathetic, critical, selective, appreciative.
- Barriers: prejudice, distractions, daydreaming, interrupting, preparing a reply while the other speaks, information overload.
- Active listening: attention, eye contact, nodding, paraphrasing, asking questions, summarising, no interruptions.
Topic 2
Working and writing in teams; meetings
- Effective team communication: shared goals, clear roles, trust, open feedback, constructive conflict, collaborative tools (shared documents, project apps).
- Collaborative writing: agree on purpose and outline, divide sections, use one style guide, track changes, a final editor for consistency.
- 1
Define purpose and participants
- 2
Prepare and circulate agenda and papers in advance
- 3
Start on time; chair guides discussion
- 4
Encourage participation; manage time
- 5
Summarise decisions and action points
- 6
Circulate minutes with responsibilities and deadlines
- Documents: notice, agenda, minutes (resolution or narrative minutes).
- Virtual meetings: test technology, mute when not speaking, use chat and screen share, record with consent.
Topic 3
Oral presentations and stage fright
- 1
Analyse audience and purpose
- 2
Research and organise
Introduction (hook), body (3–4 key points), conclusion (summary and call to action)
- 3
Design visuals
One idea per slide, minimal text, readable fonts, charts
- 4
Rehearse
Timing, transitions, anticipated questions
- 5
Deliver
Voice, eye contact, gestures, pace
- 6
Handle Q&A
Listen fully, repeat the question, answer briefly, admit if unsure
- Stage fright (glossophobia): natural anxiety; overcome by thorough preparation, practice, breathing exercises, positive visualisation, starting with a confident opening, focusing on the message and audience, treating nervous energy as enthusiasm.
Topic 4
Telephone, public speaking, seminars, conferences and group discussions
- Telephonic communication: identify yourself and organisation, speak clearly, be polite and concise, take notes, confirm details, avoid long holds, end courteously; follow up with an email where needed.
- Public speaking: know the audience, clear structure, stories and examples, vary voice, maintain eye contact, respect time limits.
- Seminar presentation: academic or professional presentation of a paper; structure — abstract, introduction, review, method, findings, conclusions; handle discussion respectfully.
- Conference participation: register early, read the programme, prepare an elevator pitch, network during breaks, ask relevant questions, follow up contacts.
Group discussion (GD)
- Used in selection to assess communication, knowledge, leadership, teamwork and reasoning.
Do
Initiate if well prepared, give facts and examples, listen, build on others' points, summarise, invite quiet members
Don't
Dominate, interrupt rudely, argue aggressively, go off-topic, remain silent throughout
- Types: topical, abstract, case-based; evaluators look at content, communication, group behaviour and leadership.
Key terms
- Active listening
- Fully concentrating, understanding and responding to the speaker
- Agenda
- List of items to be discussed at a meeting
- Minutes
- Official record of proceedings and decisions of a meeting
- Stage fright
- Anxiety about speaking before an audience
- Group discussion
- Evaluated discussion on a topic among a group
Quick revision
- Listening ≠ hearing; HURIER; active listening techniques.
- Teams: trust, roles, collaborative writing.
- Meetings: purpose → agenda → conduct → minutes.
- Presentations: audience, structure, visuals, rehearsal, Q&A; manage stage fright.
- Telephone etiquette; seminars, conferences, GD dos and don'ts.
Important exam questions
Practice questions written to the PTU exam pattern for this unit's syllabus: short answers (Section A style) and long answers (Sections B and C style).
Short-answer questions
- Q1.Distinguish hearing and listening.
- Q2.What is active listening?
- Q3.What is an agenda?
- Q4.State three ways to overcome stage fright.
- Q5.State four rules of telephone etiquette.
- Q6.What do evaluators assess in a group discussion?
Long-answer questions
- Q1.Explain the listening process and barriers to effective listening.
- Q2.Explain how to plan and conduct an effective meeting.
- Q3.Explain how to prepare and deliver an effective oral presentation.
- Q4.Explain the essentials of telephonic communication, public speaking and group discussions.
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